TeleCheck supporting Falls Prevention
Posted Le 20 novembre 2017
TeleCheck supporting Falls Prevention
Article written by Katherine Johnson, Manager, TeleCheck-Dufferin
TeleCheck-Dufferin is a unique telephone reassurance program for Adults 55 plus, living independently in their home. TeleCheck provides scheduled calls with support, and operates 7 days a week, including statutory holidays between 8:30 a.m. - 12:00 p.m. and 3:30 p.m. - 7:00 p.m.
TeleCheck staff and volunteers are trained in active-listening and a solution-focused approach, plus awareness of seniors’ issues. Compassionate skilled listening allows the TeleCheck member to be validated and engaged in finding solutions that meet their needs. Scheduled calls with a warm hello, and asking how someone is doing builds trust and rapport, making it easier for people to ask for help when needed.
One Senior can make a difference!
In 2003, Dufferin County resident Frank Stoll, a senior, was referred to the TorchLight, Distress Line by his doctor. Frank’s wife had recently passed away after a long illness. Frank shared with the TorchLight Distress Line volunteer, “I just want a daily call to ensure I am alive”.
Simply put, Frank had three cats and wanted to ensure someone would take care of them if something happened to him. These days many folks do not know their neighbours or have family and friends close by. Frank’s call initiated the beginning of telephone reassurance for Dufferin Adults 55 plus.
Background
In 2004, TorchLight secured Ontario Trillium Foundation 2 year funding to run a pilot telephone reassurance program which included an Evaluation Report. Research showed:
- Older adults want to live independently with some support, in their own homes for as long as they can.
- Older adults preferred accessing a telephone reassurance service rather than a distress line.
- Working families who live close by, or in other communities, want to know their aging parents are safe.
- Caregivers can become stressed and isolated supporting a family member living with dementia/other health issues. They want connection and quick access to support when needed.
- Community support services and emergency services want their patients/clients/residents, to have quick access to services and other community resources when required.
By 2008, TeleCheck-Dufferin was recognized as an ‘affordable response’ to supporting independent living for isolated seniors’ and received Central West- Local Health Integrated Network Funding (CW-LHIN).
In 2014, TorchLight ran a pilot for the CW-LHIN Community Care Access Centre and Alzheimer Society of Dufferin County focusing on engaging people living with dementia in the afternoon to avoid the “sun downing effect”. A caregiver shared TeleCheck became his “10 minute respite” as his wife could be heard sharing stories and laughing.
Torchlight received CW-LHIN Expansion Funding in 2015 for ongoing afternoon calls to further respond to loneliness and isolation, engaging people living with dementia, and caregivers who become overwhelmed. Now TeleCheck can support health concerns and support healthy routines e.g. meals and medication reminders, throughout the day.
Benefits of TeleCheck calls:
- Increased social connection
- Scheduled safety and health check
- Reminders: medication, meals, exercise, appointments and rides
- Immediate support for finding solutions
- Emergency response when required
- Quick access to community resources/referral
- A confidential call
- No user Fee!
How does TeleCheck work?
- TeleCheck has a pre-agreement with the member stating what they want if they do not answer their call within the agreed timeframe. Member identifies the time frame before contacting Emergency Contacts, who are friends, family, neighbours, and lists the order they want them contacted.
- Maintaining the member’s autonomy through trust and respect to live with risk, is key to this relationship. TeleCheck seeks member’s permission to contact outside supports.
- Members are informed that TeleCheck will act without their permission, only if they presented as “incoherent”, lost conscious during the call, or intended harm to self or others.
- Calls are timely and consistent, friendly and caring. If the member needs to go out before their call, they can call in and leave a message. TeleCheck voice messages are monitored regularly.
- Families and caregivers can also call in and speak to staff to update on their family member or gain support in navigating the health system.
- No Assessment required. Referral is a simple call by anyone: self, family, friend and community services.
- No wait list.
Who makes the calls!
We couldn’t do this without our dedicated 40 plus volunteers.
Calls are made 365 days a year, from the Orangeville Satellite office at 25 Centennial Road. All shifts are staff supported.
“When I read an article asking for volunteers to call seniors…I knew it was something I wanted to do. TeleCheck members tell us frequently how much they appreciate our call.” Jack Millar, 12 year volunteer
“It is important to support them (older adults) as they have been supporting others for many years. My mother-in-law needed a service such as this in 2015 and we could not find one in Alliston.” Christine Bacigalupe, 1 yr.
TeleCheck members share how one call can prevent a fall
During the TeleCheck call, Betty shared with the volunteer that she had felt very dizzy in the night and then again in the morning. Even though dizziness was new for Betty, she declined any further support stating she was okay.
Before ending the call, Betty did agree to receive an additional call in an hour, to check on her safety. Betty called right back to TeleCheck, sharing that she felt scared and upset about the dizziness. Betty was reluctant to have family or ambulance called. Feelings of embarrassment and not wanting to bring attention to herself, were subsided when Betty took time to look at her situation and TeleCheck’s concern that she could have a fall. Betty gave permission to contact an ambulance and her family. Staff continued to support Betty until the paramedics arrived.
A few days later, Betty shared that at the time she felt confused and upset and was so glad she had TeleCheck to support her.
TeleCheck calls support community partners
Jennifer McCallum, First Link Coordinator, Alzheimer Society of Dufferin County says, “I tell everyone – TeleCheck’s FREE! I recommend it (TeleCheck) to all persons-- especially those living alone, or providing caregiver support. It’s a nice social connect with security and promotes independence. As a community partner, TeleCheck is another ‘set of ears’ in the home checking on my clients. If there are concerns, with the member’s permission, TeleCheck can contact me or other agencies supporting wraparound service.”
For persons living with dementia/Alzheimer’s disease-- queuing and reminders can be beneficial to supporting the person’s independence in living safely in their own home. For caregivers, the TeleCheck call gives them a sense of relief that someone else is checking on them. It’s great -- they have a companion/friend to share confidentially with and get quick access to support when needed.
TeleCheck volunteers and staff serve over 240 members and make over 60,000 calls per year-- keeping people connected and safe while living independently in their home!
For more information contact:
Katherine Johnson, Manager
TorchLight, TeleCheck-Dufferin
519-217-4642
Email: kjohnson@communitytorchlight.com